The fact is, the people we’re dealing with are in financial trouble. Sometimes it’s of their own making, sometimes they’re victims of circumstance. Some can’t pay, some won’t pay. But however they’ve ended up talking to us, they may be stressed, anxious, angry, fearful, or just about ready to throw in the towel – and often a mixture of all of them.
It’s up to us to help them resolve things. That means striking a delicate balance between recovering our client’s money efficiently, and treating people fairly – especially the vulnerable and those in real difficulty. We never said it was easy. But with 140 years’ experience to draw on, no one knows how to achieve it better than us.
We have a responsibility to our clients – and in the case of local authorities, the taxpayers they serve – to recover their money quickly and cost-effectively. We also believe that people should know exactly how we work and who we’re working for, what happens if they don’t settle their debt, how much we charge, and what we can do to help. The same transparency applies to our dealings with clients: our innovative IT systems allow you to monitor our activities online and produce full reports whenever you wish.
We’re always looking for ways to make our processes more efficient, recover more money for our clients, and make the whole business of settling debts quicker and easier for debtors. Technology plays a big part, of course, but ultimately, it’s down to our people, and we invest huge amounts of time and resources in their training and development.
Ours can be a difficult business, and we face tough decisions every day. By always following due diligence, working transparently, and remaining constantly aware of our responsibilities to our clients and their customers, we can make the right decisions - and deliver a fair, efficient and effective service to all.